Notes

CUSTOMER EXPERIENCE SPECIALIST - FRONTLINE
I see this role at Xero with the rest of the TEAM as the frontline, being the first line of contact to customers in order to reaffirm their trust in Xero's beautiful product. As the middlemen it is our duty to best develop a complete understanding of the software to put ourselves in a position to represent Xero (perfect example of Inside out approach)
When I commit myself to something I don't like to just dip my feet in, otherwise I am doing not those that put their trust in me but more importantly myself a disservice. While I may not join something with 100% of the skills required/needed, what I do have is a passion to learn and take in OWNERSHIP in developing whatever is necessary to best perform my role.

Aspect of the role I quite look forward to: Contribute to the continuous improvement of the Xero customer experience service, including the Xero application functionality. Leave my mark on Xero, and CHALLENGE myself to grow with the company as it adapts (new technology, pivot to take advantage of opportunity)

Xero values
- Inside out approach (True beauty is on the inside, in today's society it is easy to see a HUMAN's/businesses or in our case a TEAM's true identity)
- Purpose driven (have a positive impact on the world by growing small business - Elements of a SMART goal)
Xero sees potential/future in small businesses. In times like this is, it is very critical to not just customers in Oceania region (SMEs) but more importantly us at Xero to put customers... who are SMEs first. its only HUMAN.

When a small business uses Xero and sees considerable success that it becomes a medium/large enterprise or is able to sustain itself for the foreseeable future. Xero work is complete.
- BEAUTIFUL accounting (Accounting/Business predominantly stereotyped as being boring, dull, repetitive. I appreciate this fresh outlook and for small SME's that are looking to build their own empire, A fresh and innovate outlook is most definitely vital. SME's see themselves in you.

Customer focused past experience:
Time at retail (Nike and Huffer) was customer orientated
Developed relationships with recurring customers, learnt their preferences, likes and dislikes, developed middle ground between formal and informal, mutualistic relationship (business and customer, I am middle man). Put in extra mahi (stockout)
- Use of product knowledge to benefit first time customers and potential customers, best way to prove a product has potential to provide value to a customer is to be knowledge about the product at hand. Taking time to understand and appreciate the selection that Nike had to offer and what makes Nike beautiful compared to other brands, meant that customers could easily see the genuine value in Nike.
-Learning about the target audience: Less prevalent at Nike as we aimed to serve everyone, BUT it was essential for me to realize which type of customers I achieved great success with, and put myself in a position to attend to them more often than others, not because I didn't value other business but I had a TEAM that could also identify their strengths and we could cover all bases.
I believe there is opportunity to do this at a larger scale with Xero. I relish the idea of working in a team to identify which types of SME's we each serve best and adapting to provide each with quality customer service. One of a few ideas I could see being valuable.

Shifting those soft skills I have developed into a more Accounting orientated setting. Xero will give me opportunity to grow and I can establish myself within the company. (Growth in and with the company)

Me:
- Personality type: ENFJ (21 personalities validity...) - values connection with people, skilled communicator. Personality matters when working in a team.
- See a future at Xero, even progressively aligning myself with Xero values, I have even invested in them (sharesies) as I hope to see them invest in me (time and resources)
- International experience, time spent around multiple cultures. Much valued, appreciate all types of people. Use this to best serve people.